1 reviews | Active since Nov 2014
Extremely Poor service
I was calling Motorite to explain the bellow but no one is answering the calls from the calims department for more than 30 minutes and also note that the review I am giving you is based on the bellow as well.
"I did a 90 000 km service for my car at VW Claremont and my car was at +88 000 km soon after I got an issue with related to water pump which they never picked up when I was doing the service on the 7th of Dec 2020. I reported the the issue to VW SA and VW NTT KWT before I reached 90 000 km on the 31st Dec 2020 but they told me parts would take 4 days to arrive by them and I had to travel to Cape Town for work on the 2nd of Jan 2021. Now I am trying to claim for the Maintenance Plan(Motorite) and they are rejecting the claim based on the fact that I have passed 90 000 km after travelling back to Cape Town. Even though I have reported the issue to VW SA and took my car for check up at VW NTT in King William's Town(KWT) before I went passed the 90 000 km mark. What is even interesting is that when VW NTT in KWT was checking the issue they said this was supposed to be picked up when the service was done at VW Claremont there is even physical evidence on the component(s)(white water marks which show the water has been dripping for sometime for water pump or whatever the part that needs to changed). Now VW Claremont wants me to pay R14 000 to replace the part(s) which would have been covered by the maintenance plan, I am not getting any assistance in terms explaining to Motorite so they can at least assist on their side looking at the situation. I tried calling even Motorite itself to explain my case, I was on holding on the call for 50 minutes for the claims department until I ran out of airtime. Can anyone please assist urgently because at this rate I even considering leaving VW for another company seeing that I am not getting this poor service. "
My email reply
"Hi Sir
I do understand all terms and conditions of the policy and on top of that I still do have all the documentation.
All am asking here is to take in to consideration the circumstances and evidence of my situation, generalizing the whole situation is not satisfactory in this matter. So up until I get a proper response or assistance in this issue I will keep on writing reviews on Hello Peter everyday when I get a chance and post on all social medias about my complaint.
Like I said when we spoke on the phone, it's not that I don’t have money to pay for this, but I feel like it doesn’t make sense for me to pay for something that is completely not my fault. Especially when I keep on giving you the evidence. Furthermore I strongly believe that this matter is something that you(Motorite) is something that you were suppose to be properly investigating with all the parties involved involved especially VW Claremont. It shouldn’t be me as you client/former client who is trying to insure they are treated fairly. To me you sound like a Company who is happy when they are not paying claims.
FYI, I am going to even take this up with the Ombudsman once I get a chance.
Regards
Chumani Fundam"
Their reply
"Dear Sir, Please note that your below comments are noted. Furthermore, it is your responsibility as the owner and driver of the vehicle to report and prove that a claim was submitted prior to expiry. We reserve the right to assess and analyse the validity of such claims in the circumstances. As you have made your intentions clear to have the matter adjudicated via the relevant ombudsman – we will therefore follow the adjudication process.
Regards,
"
My email reply
"Hi Sir
I do understand all terms and conditions of the policy and on top of that I still do have all the documentation.
All am asking here is to take in to consideration the circumstances and evidence of my situation, generalizing the whole situation is not satisfactory in this matter. So up until I get a proper response or assistance in this issue I will keep on writing reviews on Hello Peter everyday when I get a chance and post on all social medias about my complaint.
Like I said when we spoke on the phone, it's not that I don’t have money to pay for this, but I feel like it doesn’t make sense for me to pay for something that is completely not my fault. Especially when I keep on giving you the evidence. Furthermore I strongly believe that this matter is something that you(Motorite) is something that you were suppose to be properly investigating with all the parties involved involved especially VW Claremont. It shouldn’t be me as you client/former client who is trying to insure they are treated fairly. To me you sound like a Company who is happy when they are not paying claims.
FYI, I am going to even take this up with the Ombudsman once I get a chance.
Regards
Chumani Fundam"
Their reply
"Dear Sir, Please note that your below comments are noted. Furthermore, it is your responsibility as the owner and driver of the vehicle to report and prove that a claim was submitted prior to expiry. We reserve the right to assess and analyse the validity of such claims in the circumstances. As you have made your intentions clear to have the matter adjudicated via the relevant ombudsman – we will therefore follow the adjudication process.
Regards,
"